Customer Care Tech Supervisor

BERGKAMP INCORPORATED•Salina, KS

About The Position

Job Purpose: Oversee all aspects of Customer Care Tech Team, including product support for distributors, dealers, and end-users. Essential Functions 1. Manage product support programs to provide excellent customer service and revenue enhancement. 2. Manage warranty and return goods process for equipment. 3. Oversee and manage Shop and Service Department, monitor progress of all current and pending projects. 4. Receives service calls initiates problem resolution and troubleshoots. 5. Train service personnel and technicians on service and parts as primary support. 6. Provide back-up Technical Representative Services. 7. Train customers on service and parts as secondary support. 8. Oversees safety regulations by complying with procedures, rules, and regulations; secures tools, materials, and equipment at end of day. 9. Researches, makes recommendations, and implements additional methods of product support. 10. Collaborate with Purchasing, Manufacturing, and Engineering on problem resolution for parts and products. 11. Assist in the determination of pricing for repair parts and options. 12. Assist Product Manager in the development of training curriculum for all service support matters. 13. Participates in product reviews and makes recommendations on changes to improve fit, form and function of equipment. 14. Carries out supervisory responsibilities including interviewing and hiring; training and development; planning, assigning, and directing work; inspecting work; budgeting; appraising performance; rewarding and disciplining; addressing complaints and resolving problems; and coaching and counseling. 15. Collaborate with marking on producing sales and promotional materials. 16. Contributes to team effort by actively participating in team meetings. Qualifications and Skill Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Way We Do Things: We believe that a team of people who are humble, hungry and smart will deliver superior performance over the sum total of talented individuals; therefore, we are committed to achieving our mission through teamwork while honoring our core values. 1. Humble – Puts the needs of the organization before themselves. Acknowledge each individual’s strengths and responsibilities. Is committed to the organization’s success. 2. Hungry - Active participation and engagement in department and company-wide initiatives. Demonstrates an eagerness for achieving results, learning, setting a positive example, and adding to the success of the team. 3. Smart - Understands the impact of their words and actions on other people. Demonstrates good judgment and intuition of group dynamics.

Requirements

At least 3 years of experience in a supervisory or management position.
Ability to travel up to 50% of the time.
Excellent written and verbal communication skills, with the ability to clearly convey detailed information to customers, coworkers, and management.
Strong customer service skills are required, including the ability to interact in a positive, professional manner and to maintain effective working relationships.
This position requires availability for on-call night and weekend customer service phone support.
Incumbent must be able to read and interpret invoices, procedure manuals, blueprints, and job instructions, as well as prepare routine reports and business correspondence.
Proficiency in basic and advanced mathematical calculations— including whole numbers, fractions, decimals, proportions, and percentages— is essential.
The role requires the ability to apply common-sense understanding to follow written, oral, or diagram-based instructions.
Effective time management, task prioritization, strong attention to detail, and organizational skills are critical.
Incumbent must be proficient in operating computers and software, including Microsoft Office and MRP systems, and be able to use standard office equipment such as computers, fax machines, copiers, and telephones.
Ability to maintain confidentiality.

Nice To Haves

Bachelor’s degree or equivalent work experience

Responsibilities

Manage product support programs to provide excellent customer service and revenue enhancement.
Manage warranty and return goods process for equipment.
Oversee and manage Shop and Service Department, monitor progress of all current and pending projects.
Receives service calls initiates problem resolution and troubleshoots.
Train service personnel and technicians on service and parts as primary support.
Provide back-up Technical Representative Services.
Train customers on service and parts as secondary support.
Oversees safety regulations by complying with procedures, rules, and regulations; secures tools, materials, and equipment at end of day.
Researches, makes recommendations, and implements additional methods of product support.
Collaborate with Purchasing, Manufacturing, and Engineering on problem resolution for parts and products.
Assist in the determination of pricing for repair parts and options.
Assist Product Manager in the development of training curriculum for all service support matters.
Participates in product reviews and makes recommendations on changes to improve fit, form and function of equipment.
Carries out supervisory responsibilities including interviewing and hiring; training and development; planning, assigning, and directing work; inspecting work; budgeting; appraising performance; rewarding and disciplining; addressing complaints and resolving problems; and coaching and counseling.
Collaborate with marking on producing sales and promotional materials.
Contributes to team effort by actively participating in team meetings.